DETROIT — Ally Financial has announced the availability of several new tools that make it faster and easier for auto consumers to manage their accounts and make payments via mobile devices, and access faster customer service while online. The tools include the launch of an improved Ally Auto Mobile Pay app and a new Click-to-Chat tool that can link users with live service agents.
These offerings were added based on feedback from Ally's auto consumers, who are increasingly engaged online and via mobile devices. The tools also reflect new design elements recently introduced by Ally's direct banking subsidiary, Ally Bank.
With an average of 1.8 million Ally auto consumers logging in to the online services website each month, speed, functionality and customer support have become critical, officials said. The improved Ally Auto Mobile Pay app offers many of the same online account management features that users like, in an easy to use app format. New features include the ability to create custom profiles, view payment history, view and edit payment options and make Auto Pay changes.
The new Click-to-Chat tool available on Ally's Auto Online Services website allows auto consumers to initiate live, online chats with Ally customer service representatives. The quick access to help and support enhances the overall online experience for users, who no longer have to leave the site if they have questions.
"As mobile and online account management and bill pay become more common, Ally is focused on continuously improving its technology to deliver an exceptional experience through both channels," said Evan Noulas, president of Servicing for Ally's auto operations. "About a third of Ally's auto account holders currently use our app to pay their bills and we expect this number to continue to increase as we continue to update the technology and improve the user experience."
The improved Ally Auto Mobile Pay app and online Click-to-Chat tools are the most recent customer satisfaction improvements from Ally's Auto division. The company also redesigned its billing statements to be more user-friendly, and expanded customer service hours in its call center for additional convenience. Ally's Auto Online Services holds a 91% customer satisfaction rating, according to call center surveys, and aims to continue to update its tools and services to improve ratings.
The Ally Auto Mobile Pay app is available for download at the App Store or Google Play. The Click-to-Chat tool can be accessed at Ally's Auto Online Services website.